NEC univerge sv8100 Installation Manual page 51

UNIVERGE SV8100
ACD Installation Manual

Group Supervisor is able to register Caller ID regardless of the setting
PRG41-04-01.

System Supervisor is not able to register the Caller ID information.

CID marking by pressing LK is possible while Group supervisor monitor/
barge-in to ACD agent.

When multiple callers who has same Caller ID (e.g. same billing number)
calls to ACD group, the system cannot distinguish that these calls.

When receiving ACD inbound call which is marked by last talked agent,
LCD indicates "Marked" to show the call is marked on last talking.

If the agent which is the destination of CID base routing is not available
because of busy status (see below for more status), the destination of
call distribution is decided by current ACD rules.
Busy

Log out

Wrap up

Off-Duty


When receiving ACD inbound call which is marked by other agent, LCD
indicates "Rerouted" to show the call is routed as marked call by
someone else.

Caller ID base routing feature becomes the highest priority than other
ACD related features. Call ID Base Routing >Skill Base Routing >
Normal ACD

Both Call ID Base Routing and Skill Base Routing can be function at the
same time.

If CID record exceeds the maximum buffer size of PRG41-24-04, the
alarm report (#71) threshold for the CID buffer is shown as "Error".

When total number of CID record is decrease and under the threshold
(PRG41-24-04), alarm report (#71) is shown as "Recover".

The CID record which is in buffer can be stored within the time specified
by PRG41-24-03, and then it will be cleared automatically within 60 min
if the time is over.

Registration information in a buffer includes ACD extension number or
ACD Agent ID and Caller ID.

Caller ID buffer is shared by all the ACD Agent.

Information will be removed from the buffer when 2nd call comes to
system and route to agent, regardless of whether ACD Agent answers
the call.
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